ServiceNow Admin Study Guide Flashcards by Host Mom

What does MIST stand for?

Multi Instance, Single Tenant

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What type of architecture does ServiceNow use?

Multi Instance, Single Tenant

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What’s the benefit of MIST architecture?

It allows an isolated db and to upgrade different instances separately

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How many instances does a customer get included?

2, Prod and subprod

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What are the areas for the UI

Banner Frame, Application Navigator and Content Frame

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What is the URL for the official documentation resoruce?

docs.servicenow.com

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Where would users go to learn from other users’ real life experience?

community.servicenow.com

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Where can someone go to find / share apps, dashboards, scripts, et at no cost?

developer.servicenow.com

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where would someone go to find apps created by developers that may come at a cost?

store.servicenow.com

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what are the two main ways to interact with data?

Lists and forms

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What’s a list?

a list displays multiple records from a table at a time

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What’s a form

a Form shows a single list record

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What’s a context menu?

a pop up window with multiple selections

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Where are context menus available?

List, Column and Record - available via right click

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How do you add/remove fields to/from a form?

Context menu for Column, Form Layout or Form Designer

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What are some things you can you do with a column context menu?

Quick report, export to excel, group

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What does Service Now use as the text indexing search engine that performs all text searches

Zing

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What are the 3 parts of a filter condition?

Field Operator Value (FOV)

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What does the ITSM Guided Set up help with ?

Structured configuration activities for Company, Connectivity, People and entire processes such as Incident, Problem, Change, CMDB etc.

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What’s the difference between Form Layout and From Design?

both allow you to show or add fields but layout is in slush bucket format whereas Form Designer is a wsywig editor.

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How do you make personal modifications to your system?

Personalize List Columns (cog on far right)

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What are some limitations in order to be able to personalize your own environment?

must be turned on by Admin. Cannot change order, add fields not configured to be there or hide mandatory fields

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When saving a form, what does “Submit” do?

saves and returns to previous page

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When saving a form, what does update do?

Updates record and returns top revious page

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When saving a form, what does Save do?

Saves but stays on the form

How do you access "Save" ?

will need to use Context menu or right click or UI properties can turn on the button

what is a "role"

a collection of permissions used to grant access to applications or other part of of the system. It assigns security rights.

Can a role contain other roles and include access granted in any roles contained in that role?

yes

What does the Notes tab or a Task Record contain?

Work Notes, Additional Comments and Activity

What's the different between Work Notes and Additional Comments?

Work Notes visible to all users with ITIL role, Additional Notes visible to all users, including Caller (customer)

What type of object is the Activity field?

A formatter; shows the complete history of the record

What are the 3 types of Visual Task Boards?

Freeform, Guided, Flexible

What's the difference between Guided and Flexible Task board?

Guided modifies the records when you edit the cards; flexible does not

What is the feature called for the heartbeat icon?

Connect Presence

What does the Connect Presence feature do?

Shows who is viewing the record and allows you to work on the same record as someone else

What is an event?

An event is an indication to SErviceNow process that something has occurred.

What triggers an event?

user actions or scripts

What triggers notifications?

an event

What records all system events that occur within the system?

Event Log

What can Admins specifiy when sending notifications?

When to send; insert, update or both; Who receives the notification, users, groups or both, and what is the content of the notification?

What is dot walking?

the process of getting information from related tables by expanding reference fields

What are the Criteria Assignment Rules that must be met in order to run?

Task has been created or updated - must be saved, a task record must be unassigned (cannot be used to reassign), the first rile that matches the table and conditions win.

What happens if there is more than one Criteria Assignment Rule that is met?

The one with the lowest number wins

Name the table: | CORE table for non-IT CIs. Label is Base Config Item

cmdb

Name the table: | extends CMDB but also a CORE table. 1 of 2 key CMDB tables.

cmdb_ci

Name the table: | defines relationships. 1 of 2 key CMDB tables

cmdb_rel_ci

Name the table: | where are users stored

sys_user

Name the table: | defines the groups of users

sys_user_group

Name the table: | defines the roles of users

sys_user_role

Name the table: | CORE table. [incident] and [problem] extend this table.

task

Name the table: | defines sla's

task_sla

Name the table: | contains a record for each table.

sys_db_object

Name the table: | for customization tracking.

sys_update_XML

Name the table: | service catalog request

sc_request

Name the table: | items added to the request

sc_req_item

Name the table: | tasks created for the items, such as delivery or setup

sc_task

what are the 3 attributes of a field?

label, name and value

Where would you go to view, add or modify columns, define auto number format, make table extendable; launch the schema map, p open dictionary entries, delete all records from the table as well as the entire table?

System Definition > Tables

Where would you go a view only list of all tables with column and attributes

System Definition > Tables & Columns

Where would you got for a listing of records for all tables and table fields; manage how data is stored?

System Definition > Dictionary

What is an import set?

a set of data to import

what are the 5 different acceptable data sources for an import set?

JDBC, HTTP, Excel, CSV, XML

What is the table used for staging when doing an import?

Import Set Table

What provides a guide for which fields the data is stored in ?

Transform Maps

Where will the data be stored when imported?

Target tables

Is it possible to map a single source filed to multiple destination fields?

Yes

How do you ensure you don't get duplicate records when importing?

define a field to use the coalesce feature

what provides a graphical representation of other tables related to a specific table

Schema Map

TABLE TYPE | If a table is extended but itself is not extending another table, it is called a base table. Task is an example.

Base

TABLE TYPE | Tables that exist in the base system. Task is an example

Core

TABLE TYPE | A table that extends another table and inherits the fields of the extended table, but also has unique fields.

Child

TABLE TYPE | The table another tables extends from. Task is an example

Parent

TABLE TYPE | When you can create a new table that stands alone or extends another table

Custom

TABLE TYPE | what will a custom table's name start with

What is an Access Control Rule?

A security rule set a row and column level to limit access to any ServiceNow table and then field

Each Access Control Rule species what?

the object being secured, the permission required to access the object and the operation

What are the 3 permissions defined for an Access Control Rule to access the object?

Roles, conditional expressions, scripts

Types of Access Control Rules | applies only to the field specified.

table.field

Types of Access Control Rules | applies to every field on a record without a table.field rule

table.*

Types of Access Control Rules | no specific field, so applies to all of the fields on the table

table.none